Frequently Asked Questions
For any questions, see: Frequently Asked Questions
Kids Help Line and Cybersmart
Kids Helpline is a free 24 hour counselling service for Australian kids and young people aged 5-25 years. You can get help over the phone, web or via email. Teachers, students and parents can use the Cybersmart Helpline: 1800 880 176. There are interpreters available.
At times there may be a wait time for web counselling. If you want to talk to someone straight away, call Kids Helpline on 1800 55 1800.
If you have been online and something has happened that makes you feel uncomfortable, scared or sad then go to Cybersmart, through Kids Helpline. Here you will be provided with free and private advice online by a counsellor.
Email counselling can be very popular so sometimes it can take us a while to respond. If you need to talk to someone straight away, call Kids Helpline on 1800 55 1800. To send an email to a counsellor, copy and paste the below email address into a new email: firstname.lastname@example.org
For more information about wait times, privacy and confidentiality visit the Kids Helpline website
The support of students and teachers who have had experiences such as cyberbullying, privacy breaches or other online issues is essential. The appropriate Support in schools services are available to support victims of online abuse.
For information about psychological issues such as internet addiction disorder
Australian Psychological Society (APS)
Tel: 1800 333 497
Report cases of racial hatred or sex discrimination
Human Rights Equal Opportunities Commission (HREOC)
Tel: 1300 656 419
Report inappropriate or illegal online content, or problems with a telecommunications service or provider
Australian Communications and Media Authority (ACMA)
Tel: 1800 226 667
For help and advice about online privacy issues
Office of the Federal Privacy Commissioner Australia
Phone 1300 363 992
Complain about inappropriate content in computer games, video and DVD programs
Australian Government Classification Website
Tel: (02) 9289 7100
Facebook is a social media tool that helps people communicate with their friends, family and coworkers.
Facebook does not provide a phone number, postal address or email address to contact them directly.
- Reporting a Violation - outlines procedures for inappropriate content, imposter profiles, abusive users, underage users, video takedowns and privacy issues.
- Facebook Basics – straightforward information about Facebook functionality, account and privacy settings, popular features and a glossary of terms. Useful for users who are unfamiliar with Facebook.
- Reporting a Violation (without having a Facebook account) – provides a form that can be completed for users who would like to report inappropriate content including imposter profiles.
YouTube is a video-sharing website. It is a place to discover, watch, upload and share videos, including movie clips, TV clips, and music videos, as well as amateur content such as video blogging and short original videos.
- YouTube ‘Help’ - outlines procedures for inappropriate content, abusive users, underage users, video takedowns and privacy issues.
- YouTube Community Guidelines - straightforward information about defining what breaches their user conditions.
- Don’t Cross the Line - some common-sense rules that will help users steer clear of trouble.
- Contact Us - steps you through questions and procedures before you can contact YouTube directly.
- Information for Educational Authorities: ‘I'm a school representative reporting a video’
- YouTube state: "In order to process abuse claims, we must receive notification directly from the individual in the video, or their legal guardians. If the individual involved is a co-worker, spouse, sibling, or friend, please have them contact us directly. Please do not continue to fill out the privacy form if you are not within the video or are the legal guardian of the person within the video. This could have severe legal consequences for you in your country, and will not be investigated by the YouTube staff.
Twitter is an online social networking and microblogging service that enables its users to send and read text-based posts of up to 140 characters, informally known as "tweets".
- Rules and Best Practice - contains Twitter’s comprehensive list of account behaviours that could land you in hot water, this page is a basic introduction to Twitter's rules and best practices.
- How to Report Violations – outlines the procedure necessary for reporting potential violations of Twitter rules and terms of service.
MySpace is a popular social media tool offering an interactive, user-submitted network of friends, personal profiles, blogs, groups, photos, music and videos internationally.
- MySpace Support - outlines procedures for inappropriate content, imposter profiles, abusive users, underage users, video takedowns and privacy issues.
- For Parents and Educators – a straightforward explanation about the appeal of MySpace for young people with links to additional resources for safety and privacy tips including video clips about MySpace’s safety, security, and privacy efforts.
- Parent Assistance – outlines the process for removing your child’s profile, removing images of a minor and other general safety and privacy information.
SuperClubsPLUS is an educational online learning space where students aged 6-14 years can connect with other students and learn about safe online behaviours, including working to acheive their "Safe Online" Star Awards. The SuperClubsPLUS environment is moderated by trained educators.
- SuperClubsPLUS Rules – outlines ten simple rules that aim to keep SCP users safe and happy online.
- Contact Us – provides a form to submit your question or report a problem.
Club Penguin is a snow-covered virtual island where kids can play games and interact in a fun-filled, online playground that's guided by an unwavering commitment to safety.
- Rules for Club Penguin – outlines four simple Rules for being a Club Penguin user and the consequences for breaking the rules.
- Safety – explains the safety options (standard and ultimate) available in Club Penguin.